Zendesk Integration

ViiBE is integrated into Zendesk's ticketing platform and Zendesk Chat.

Interface of ViiBE inside Zendesk

ViiBE in Zendesk

ViiBE Call

ViiBE Call

OutBound

ViiBE Report customers

ViiBE Video Report
from your Experts

outbound

Product Icon Final 33

ViiBE Video Report
from your Customers

inbound

Empower your Zendesk experience with video calls

Video calls, screen sharing, and much more seamlessly integrated into your Zendesk Support, and Zendesk Chat.

One click
installation

In just a few minutes, empower your Zendesk Support and Zendesk Chat with video calls, screen sharing and various other features.

Launch video
from Zendesk

Share a link to a digital call from inside Zendesk in just one click. Access all ViiBE features and the call history without leaving Zendesk.

Improve support
and sales

Escalate to a video call when messaging is insufficient. Calls are 100% free for your customers, worldwide.

Features to
boost CX

Enhance video calls with screen sharing, live pictures and annotations, no equipment needed. Access call recording and files from Zendesk.

Our integrations

ViiBE

ViiBE x Decathlon
Zendesk Success Story

Decathlon

Decathlon uses ViiBE in its after-sales services to provide remote customer support. When customers buy complex technology or items with many pieces to assemble, such as a treadmill, they may call the customer service hotline for assistance. If a Decathlon after-sales service technician is unable to diagnose or resolve an incident with a client by telephone, he or she can send the client a link by SMS to connect to decathlon.viibe.pro.

Decathlon machines
[ViiBE for Zendesk] allows us to contact customers [and] diagnose problems in real-time via video assistance. Currently, the feedback from customers and technicians is rather encouraging, as the customer receives individualised treatment and the technician’s work is made easier because he/she can clearly see the product at the customer’s premises.
Benoit Decathlon
Benoît Lacayrouze
After-Sales Director of
Decathlon and Domyos

All our features in Zendesk

ViiBE app inside Zendesk Chat

Accessibility

For experts and for clients, ViiBE is without download and available on any device thanks to WebRTC technology. Join a ViiBE call by simply clicking on a link to enter the session.

Provide multi-channel support. Escalate any incidents through visual support for a quick and flawless resolution of your Work Orders and Incidents.

ViiBE is integrated into various chatbox technologies. Allow your customers to contact your experts directly through your website, enter a video chat and accompany them using co-browsing or video support.

Our data transfer is encrypted in TLS, the latest generation security protocol. ViiBE guarantees the integrity of your personal and professional data.​

Video Calls

Use the power of WebRTC to connect with your customers through video and audio, directly from Zendesk. The callee’s camera gives the expert an immersive view of the incident, the expert can see and control the intervention by choosing to analyze the scene via the front or the back camera.

Are your clients or experts not available? No worries, schedule a call that works for everyone. Expert agendas available directly in ViiBE and slots are automatically integrated within the expert’s and client’s calendars (Outlook or Google Calendar).

ViiBE can be accessed via smartphone, tablet, connected glasses, and computer. Also, it is now optimised for smartphone-to-smartphone communications.​

ViiBE video assistance contact interfaces
Collaboration module in ViiBE calling interface

Collaboration

The real-time projection of the expert’s mouse onto the caller’s interface offers a dynamic collaboration and an increase of clarity of explanations.​​ Both users can pinpoint in the dynamic environment through AR capabilities.

Easily co-browse through your buyer’s customer journey or through support issues with screen-sharing coupled with our augmented reality technologies.

Add arrows, shapes, or annotations of any sorts to any document or picture that is shared during the call. Easily specify instructions, additional information, or add reminders for Knowledge Management purposes.

Knowledge Management

In one click, the expert can take and share high-quality pictures – whatever the state of the connectivity. The interlocutors can then use the annotation tool to draw on them live.​​

The expert can share any type of document or transfer files (PDF, images, pictures, mp4, etc.) onto which the interlocutors can collaborate simultaneously and that will be stored in the archives.

All ViiBE calls, as well as all the information that was exchanged during the call (documents, messages, timeline, etc.), are archived and available directly in the relevant Zendesk ticket.

Filter, extract and analyze all the data generated from your video calls. Leverage your quantitative knowledge to optimize your internal KPIs.

Zendesk sessions archive

F.A.Q.

Zendesk is a world-wide CRM platform that serves over 150,000 customers over hundreds of industries in more than 30 languages. Zendesk provides support , sales, and customer engagement software designed to help companies build and foster great customer relationships. From start-ups to large enterprises, they are committed to supporting companies at all levels in order to bring calm to the often chaotic world of customer service.

Zendesk has achieved such widespread use through its flexible solution that can be deployed to meet the needs of any business. Concretely, they provide customer service software with options for a ticketing system, help desk software, a comprehensive knowledge base, and more. Even with Zendesk’s user-friendly CRM, providing great customer support with voice communications can be limiting when dealing with technical incidents. Without good visibility of the problem, customers may struggle to make their issues understood.

ViiBE is the web technology of video assistance and knowledge management designed specifically for contact centers. In one click and without installation, improve customer experience and reduce on-site travels with remote visual support.

ViiBE provides a dedicated subdomain to its clients which allows them to use the video communication interface and access their own personal back-office. ViiBE’s integration with Zendesk creates a seamless support experience with video assistance. With ViiBE, companies can optimise and increase their First Contact Resolution (FCR) rates, increase their Net Promoter Score (NPS), and reduce their tech dispatch. In the case of Decathlon, they reported a 25% increase in NPS after using ViiBE for Zendesk.

After the call, both the agent and customer are asked to rate the quality of the call. This exit ticket helps track some of the most important KPIs for measuring the success of a call center. Any pictures, documents, or messages exchanged during the call will be available at the agent’s disposal in the platform along with the feedback that was left. This organization of data helps with call center knowledge management.

Simply fill in the form at the top or bottom of the page and our team of customer success managers will reach out regarding the steps to activating ViiBE in your Zendesk platform.

Get the ViiBE app in your Zendesk environment for free!

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